Support Manager -Patient Experience and Quality

NHS; Sheffield; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading healthcare organization in Sheffield is seeking a Support Manager for Patient Experience and Quality. The role focuses on managing operations and ensuring patient access to care, with responsibilities including team leadership, complaint management, and HR support. The ideal candidate will possess strong communication and leadership skills. This opportunity requires a commitment to improving patient experiences in a collaborative environment.

Responsibilities

• Develop cohesive working between teams.
• Manage secretaries and data teams across multiple sites.
• Develop relationships with subcontractor providers.
• Ensure compliance with HR regulations.

Skills

Enhanced communication skills

Leadership competencies

Empathy

Adaptability

Education

Good standard of oral and written English and mathematics (level 3 or above)

System One advanced report writing skills qualification

Tools

System One

Excel

Word

Job description

Support Manager -Patient Experience and Quality

The Patient experience and qualitymanager is a non-clinical highly visible leader within the Directorate. It isintegral in ensuring our patients with the most barriers to accessing care, canengage across the health system and that daily operations are runningeffectively and to a suitable quality standard. The postholder will also be thekey contact point for initial complaint de-escalation and will work with theresponsible clinician on complaints of an administrative nature.

The post holder will ensure thatwork across sites is planned and monitored, liaising with clinical andnon-clinical team members regularly to enable clear communications and teamworking. The role encompasses variousresponsibilities for providing operational and HR support to the secretarialand data team, Group Manager, and will require the post holder to work fromDarnall and deputise as part of a rota with other support managers in theabsence of the Operations Manager.

Main duties of the job

• Develop strong cohesive working between teams and across sites.
• Work with the Support Managers, to ensure that staff at all sites are working appropriately with our centralised data and secretarial functions
• Work collaboratively as a key member of the group practice team, helping to develop and promote a positive working culture, encouraging staff participation and involvement in developing and improving their own contribution towards the success of the surgeries and the organisation.
• Initiate, develop and maintain excellent third-party relationships with sub-contractor providers, (e.g. Darnall Well-Being, Zest, Social Services, Citizens Advice) to grow, maintain and support service and performance delivery.
• Set targets and monitoring standards for secretarial and data team tasks
• Provide effective line management and leadership of the secretaries and data team across several sites.
• Ensure that direct reports have clear objectives and good appraisal and development arrangements.

About us

Primary Care Sheffield (PCS) is a GP-ledorganisation. Our shareholders are 74 GP practices in Sheffield covering overhalf a million patients. As well as providing a unified voice for generalpractice in the city, weplay an active role both within ourAccountable Care Partnership (ACP) and the wider South Yorkshire IntegratedCare System (ICS).

PCS manages 7 GP contracts whichdeliver General Practices from 8 sites in Sheffield. The directorate known asPCS Practices delivers care to patients in some of the most deprived areas inthe city, and we operate the citys Special Allocation Service, and asylumseeker practice.

The directorate has a growingstructure and this post will be in integral in making the service deliver tothe fullest of its ability.

OrganisationalValues

As an employee of Primary Care Sheffield you willbe committed to PCSs organisational values:

• Openness: ensuring transparency sharing knowledge andwelcoming feedback
• Person Centered: Being empathic and understanding ofthe individual
• Innovative: Embracing change and inquisitive of newsolutions
• Ambitious: Working towards the best for Sheffield andits people
• Empowering: Actively engaging staff,our population and partner organisations in improving the health and wellbeingof Sheffield people.

Job responsibilities

Main duties and responsibilities

Leadership and Performance

• Develop strong cohesive working between teams and across sites.
• Work with the Support Managers, to ensure that staff at all sites are working appropriately with our centralised data and secretarial functions
• Work collaboratively as a key member of the group practice team, helping to develop and promote a positive working culture, encouraging staff participation and involvement in developing and improving their own contribution towards the success of the surgeries and the organisation.
• Initiate, develop and maintain excellent third-party relationships with sub-contractor providers, (e.g. Darnall Well-Being, Zest, Social Services, Citizens Advice) to grow, maintain and support service and performance delivery.
• Set targets and monitoring standards for secretarial and data team tasks
• Provide effective line management and leadership of the secretaries and data team across several sites.
• Ensure that direct reports have clear objectives and good appraisal and development arrangements.

HR

• Facilitate the work of the secretarial and data team and supervise staff performance to ensure provision of an efficient service for clinicians and patients.
• Liaise with PCS HR support teams for guidance with HR issues and hold them accountable for providing support to the practice in a timely and efficient way.
• Line management of the two teams working to this postholder
• Adhere to non-clinical staffing budgets.
• Accountability for ensuring all staff fully understand the sickness reporting procedures.
• Maintain HR filing systems ensuring all personnel files are CQC compliant.
• To complete and maintain relevant documentation pertaining to all staff ensuring timely notification to the HR and payroll departments.
• Responsible for ensuring collation of mandatory training of the associated staff teams
• Identify the level of performance and capability of all non-clinical team members and facilitate opportunities for further development (including talent recognition, setting SMART objectives and effective feedback across all levels of performance).
• Have oversight and responsibility to re-deploy secretaries across sites within resources to cover unforeseen sickness and absence to ensure practices are safe to operate.
• Lead the recruitment, induction, ongoing personal/professional development and retention of direct line reports, aiming to achieve a sustained and highly competent administrative team.

The postholder will be the main contact point for patients who have more challenges engaging with the practices (LD, SMI etc..) and patients who have issues with the practice (grumbles/complaints)

• First line co-ordination of initial complaints working with the clinical lead. The postholder will be expected to contact complainants and diffuse the simple complaints.
• Complete administrative audits as part of QI and reporting systems i.e checking the quality of letters/ recall processes etc..
• Undertaking searches, recall and arrange and booking clinics for our most vulnerable patients including but not limited to those with Learning disabilities (LD), Serious mental illness (SMI) health checks
• Manage the PCN booking of patients into the primary care mental health bookable slots from a waiting list
• Communicate with the HoPC and Support Managers on the status and progression of issues
• Occasional exposure to highly emotional issues e.g. addressing death, or dealing with personal issues
• Take part in significant event analysis/critical incident appraisal.
• Analysis data and to identify course of action within boundaries, and investing issues such as complaints, Significant events and HR matters
• Develops patient health promotion activities and identifies how best to engage with patients en masse to improve health screening uptake.
• Undertake associated duties in adverse conditions as operational circumstances require.
• Requirement to support the delivery the flu Vaccination and covid campaigns alongside the Nursing Lead
• To manage diabetic eye screening returns for the centre (checking diagnosis codes are on records)
• Requirement to travel around Sheffield occasionally

Customer Service

• Present a positive image of the directorate internally and externally.
• Work closely with other members of the team in providing a high quality front of house service to patients, responding swiftly to escalated queries and complaints.
• Act as Investigating Manager for non-clinical complaints assigned by the HoPC.
• Focused on patients best interests, patient centred.

Attendance at Meetings

• Operations Meetings
• Leading data and secretarial team meetings

Personal Development

• Ensure continuing personal and professional development
• Ensure engagement with appraisal and regular review of personal development goals including participation in at least biannual multisource feedback
• Ensure compliance with mandatory training

Person Specification

Skills and Competencies

• Enhanced communication skills to be able to deal with conflict.
• Leadership competencies to be able to work with a high level of autonomy and be able to lead key pieces of work.
• Ability to be open, transparent and admit mistakes.
• Ability to get around Sheffield to attend meetings or see staff as required.
• Willingness to go the extra mile to resolve an issue to a patients satisfaction.
• Ability to adapt communication styles to engage with patients.
• Ability to be empathetic even in difficult circumstances.

Knowledge and Understanding

• System one knowledge.
• Ability to write basic system one reports.
• Knowledge of primary care, general practice.
• Experience managing teams including those who are geographically dispersed.
• Sound IT skills especially email, excel and word.
• Understanding of Learning disability and serious mental illness reviews in primary care.

Experience

• Experience of working with people with communication/or other barriers to engagement such as those with learning disabilities.

Qualifications

• Very good standard of oral and written English and mathematics (level 3 or above).
• System One advanced report writing skills qualification.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.